Optimization of contact centre

TOTE-M completely reconstructed the contact centre for a bank and insurance company with several independent offices in the Benelux countries. Both clients and office managers had telephone contact with the company every day for various reasons. In many cases, the calls involved questions and recurring problems that require consistent and prompt handling.

There were various contact points within the company, and these were managed by general and technical support services, both internal and external. The number of complaints about the poor telephone accessibility, long waiting times and inadequate services mounted up. In order to tackle these problems, the client sought advice from TOTE-M. Following a thorough analysis, we concluded that the contact centre had to be completely rebuilt from the ground up. This rebuilding took place in consultation with the relevant office managers.

Thanks to the intervention of TOTE-M, the number of front-side telephone numbers at the client was reduced to just three: one for clients, one for office managers and one for Internet banking. Furthermore, the changes have given the company a clear and detailed view of the underlying reasons for incoming questions. It is now able to predict questions and peak periods and thus plan the workflow and workforce.

The client is also involving TOTE-M with the synchronization of the processes between front, mid and back office.